In 2015, Azure had a growing crisis with angry customers using social to rant about outages. Understanding the impact of this exposed situation, Rational Consulting quickly designed and resourced a 24/7 social channel to search, listen, and engage with frustrated customers providing honest answers and outage transparency.
Within a week the social team helped Azure gain immediate public credibility. Over time, the always on social team became an early detection resource—helping reduce network outage duration by engaging engineers to mitigate system issues.
Over three years later, the program continues to impress with a 92% customer satisfaction rate and an average three-minute social response time. The team now provides Azure technical support across social media, technical chat in platform, inside sales and product release emails.